Gamdom Casino - Povlačenje igrača je odloženo zbog problema sa KYC-om.

Hello,

Gamdom is not letting me withdraw money I have won in a fair way by playing baccrat. I have deposited around 200 usd, and when i tried to withdraw 12k, i got hit with the kyc, appearently it's one of their regular checks they do they told me. After sending them required KYC that they accepted, They accused me of some weird things, that i have never done or have any connection with at all. I will post screenshoots of my entire conversation with them on mail.

As you can see by the screenshoots, they want me to verify accounts(that are not mine or have any idea whos are), for me to be able to complete my kyc and withdraw the money, not sure how this is fair or makes any sense.

Thanks for reading.

Dear Player,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Gamdom Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Since when have you been a player at the casino?
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Which particular baccarat games have you been playing?
• Could you please list which documents you provided during account verification in the casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Since when have you been a player at the casino?a few weeks

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?no

Which particular baccarat games have you been playing?speed baccarat

Could you please list which documents you provided during account verification in the casino?They have accepted my KYC But to fully complete my KYC they are requesting that all the accounts that they suspect could be linked to mine, complete the verifcation aswell. Now that is completly out of my power. Their request makes no logic whatsoever and is unfair because i dont have any accounts associated with mine or know anyone.

So in this latest screenshoot i've posted, they claim that i possibly have a multi account, so i need to wait till all other accounts that look suspcious to mine complete KYC aswell, for my KYC to be completed isn't this crazy?

Also on my first screenshoot i have posted before, you can see that they themselves aren't 100% sure or cant prove 100% i am abusing anything it's speculations. Multi million dollar casinos should be fair and work on facts rather than statistical percantages if someone is guilty or not.

Thanks for reading.

Thank you very much, bradie9191, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you bradie9191 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Gamdom Casino for their help in resolving this complaint. We would like to know what is the issue with the verification and what can we do to help the player receive their winnings.

Thank you!

Hello Peter,

After reviewing this case, it seems to be a flag for multiple account abuse. Per our systems, there are multiple data points that direct to this conclusion and the positive links are with several other accounts that we have pinged for KYC which have ironically not reached out and have no balance in their accounts. This abuse extends to our promotion campaigns that provides players free spins upon deposit actions among other streamers that offer free spins promotions for their viewers.

I cannot reveal the specifics via this open thread or to the player to keep the integrity of the investigation strong as it is still considered active, but I can provide everything that we have that links to this to you via email if you wish to have all the data presented to you for evaluation.

This case will remain in its current state until we can fully delink these players from each other.

Please let me know if there is anything required from my end. Thank you.

Best regards,

Felix

Thank you for the update Gamdom Casino representative. You can forward any relevant information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Detailed e-mail and data to support has been sent your way to peter.c@casino.guru.

Thank you

Thank you for the clarification Gamdom Casino representative. Please keep us informed about the state of the investigation. Thank you in advance!

Hey,

I want to add that, regarding my account, Gamdom Casino never asked me to complete KYC. They just randomly removed my ability to withdraw while still allowing deposits. I had to reach out to their support chat to find out why I couldn’t withdraw, and only then was I told to complete KYC.

Gamdom Casino doesn’t warn users about the need to complete KYC before withdrawing, which I find pretty unfair, especially since they still allow deposits.

Secondly, if I were guilty of anything, wouldn’t I have been banned? Instead, you’re punishing me based on suspicion, without any actual proof. It feels like you’re hiding behind some vague excuse about suspicious accounts, which you mentioned to me, but it doesn’t justify treating me this way.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

The investigation is still open and ongoing. If there are no clarifying evidence that points away from the flags on the account, the funds will remain frozen indefinitely.

Thank you for the update Gamdom Casino representative. Would it be possible to share the evidence regarding the case with me? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Email has been sent as requested.

Thank you for providing me with the information Gamdom Casino representative.

Dear bradie9191, The casino has provided evidence indicating a connection between your account and several others. To move forward, each of the account holders will need to complete the KYC process to confirm that the accounts were created and operated by different individuals. We will keep this complaint open until that has been done. If the verification is not completed, we may have to reject the complaint. Thank you for your understanding.

may i see proof

Dear bradie9191, We understand and respect your concerns. However, due to regulatory requirements and internal policies upheld by both our organization and the associated casinos, we are unable to disclose the requested information. We strongly encourage you to comply with the casino’s verification process, as this remains the only viable course of action for resolving the matter at this time. Thank you for your understanding!

Not sure what u want me to do there, i have nothing to do with any other accounts, and i can't do verifications for accounts I dont know.

Dear bradie9191, I understand your frustration; however, we believe that this is a justified action in regards to the connections of your account to the other players. If the account holders are not able to verify, we will unfortunately not be able to assist you further.

Dear Gamdom Casino representative, can you update us on the situation with the verification of the accounts? Thank you in advance!

We still have this user's case open under investigation. The fraud team will be looking to close this within the coming week. I'll will report here what that outcome will be.

The fraud team has decided to close this case as no further progress has been made. The information that was previously provided is the most up-to-date information available and the reason for closure is due to the hard links that were presented in that evidence linking to a strong conclusion that there was multiple account abuse through our promotion campaigns.

Thank you for the update Gamdom Casino representative.

Dear bradie9191, unfortunately, as no progress has been made in verification of the accounts linked to you we are forced to reject your complaint. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter